Customer Success Manager

JOB DESCRIPTION

Customer Success Manager

Department: Customer Success

Experience: 3–5 Years

Reporting to: Management / General Manager

Employment Type: Full-time

Job Purpose

To manage customer relationships, monitor ongoing customer insights, and lead the support team to ensure customer satisfaction, timely issue resolution, and long-term customer retention.

Key Responsibilities

Customer Success & Relationship Management

• Maintain strong relationships with existing customers and ensure customer satisfaction.
• Monitor customer feedback, usage trends, requirements, and ongoing insights.
• Identify opportunities for customer retention, renewals, and business growth.
• Conduct regular customer follow-ups and review meetings.

Support Team Management

• Manage and guide the customer support team in handling customer queries and issues.
• Monitor support tickets, response times, and resolution timelines.
• Ensure timely resolution of customer issues through coordination with Development, QA, and other teams.
• Handle escalations and ensure proper follow-up until closure.

Reporting & Performance Monitoring

• Track customer satisfaction, recurring issues, pending tickets, and team performance.
• Prepare regular reports on customer feedback, support activities, and improvement areas.
• Identify recurring problems and coordinate with relevant departments for corrective action.
• Share customer insights and recommendations with management.

Required Skills & Qualifications

• Bachelor's degree in any relevant discipline.
• 3–5 years of experience in Customer Success, Customer Support, or team management.
• Experience in software, ERP, or IT services is preferred.
• Strong communication, leadership, problem-solving, and customer-handling skills.
• Ability to analyse customer feedback and support performance.
• Good knowledge of CRM tools, ticketing systems, and MS Excel.
• Ability to coordinate with multiple departments and manage escalations effectively.

Key Expectation

The Customer Success Manager must take ownership of customer satisfaction, ongoing customer insights, and support team performance, ensuring that customer issues are resolved within agreed timelines and that important customer feedback is communicated to management.